Can we have similar alternate questions in multiple FAQs in a KG?

XO Platform
1

Hi ,

What is the best practices when we have multiple FAQs where the user uses similar utterances to call them. Is it okay to add similar alternate intents to FAQ?

Just a small Example:
FAQ1
Primary Question: Unable to log in to Office365 on store Machine
Alternate Question: Cannot Login to Office365
FAQ2
Primary Question: Unable to login to Office365 in Office machine
Alternate question: Cannot Login to Office 365

2

Hello Narayan,

Thank you for reaching out to Kore.ai Community.

Yes, it’s perfectly acceptable, and often advisable, to add similar alternate intents to FAQs when users may use similar utterances to access them.

This practice helps improve the user experience by ensuring that users can access the relevant information using various phrasings or variations.

Here are some best practices to consider:

  1. Use Clear and Concise Utterances:
    Keep the alternate intents clear and concise, reflecting how users may naturally phrase their queries.

  2. Try to Avoid Redundancy:
    While it’s fine to have similar alternate intents, try to avoid redundancy by ensuring that each intent serves a unique purpose. If two intents are essentially the same, it may be better to consolidate them.

  3. Consider using Synonyms and Variations:
    Anticipate different ways users might express the same query and include these variations as alternate intents. This could include synonyms, abbreviations, or slightly different wordings.

  4. Always Test and Iterate:
    Regularly review user interactions and refine your intents based on user feedback and usage patterns. This iterative process helps ensure that your FAQs remain effective over time.

  5. Always Monitor Performance:
    Keep an eye on how users interact with the different intents and adjust as needed. If certain alternate intents are rarely used or lead to confusion, they may need to be refined or removed.

By following these best practices, you can create a more user-friendly FAQ system that effectively addresses user queries regardless of how they’re phrased.

Hope this helps.

Thank you,
Srujan Madderla
Kore.ai Community Team